Customer protection

Refund Policy

Top provides digital eSIM products generally delivered in seconds. Because eSIMs are digital, activation-based products, refund eligibility varies WIDELY depending on the supplier. We try our hardest to have the most flexible refund policy possible but refunds are not always possible.

Warning: read the prerequisites for requesting a refund before you purchase.

Eligibility for Refunds

Even if you do not meet the refund prerequisites, if you need a refund message us and we’ll try with the supplier to provide a refund or partial refund when possible.

Prerequisites for Requesting a Refund

  1. Your eSIM must have experienced a technical issue. For example:
    • The eSIM could not be downloaded.
    • The eSIM was downloaded but did not work.
  2. You must contact our support team:
    • Ask us to troubleshoot or replace the eSIM.
    • Follow all troubleshooting instructions carefully. More than 90% of eSIM issues are resolved by correctly configuring the APN or selecting the appropriate network.
    • If the issue cannot be resolved, we may ask you to send screenshots of the configuration settings and troubleshooting steps you completed. We will forward this information to the mobile operator when requesting a refund.

To be eligible you must:

  1. Not have downloaded (installed) the eSIM
  2. Contact us within 5 days of purchase
  3. Not have used data
  4. Provide the order number and email used during checkout

Technical Issues

If you experience technical problems, Top will:

  1. 1Verify the eSIM status with the mobile operator
  2. 2Reset, reissue, or replace the eSIM if needed
  3. 3Giga.tel will resolve all issues within 24 hours. Use our WhatsApp +1 (540) 444-2835 for fastest support.

Restricted Payment Methods

PayPal may not be available for certain destinations due to regional or internal PayPal restrictions.

How to Request a Refund

Contact our WhatsApp +1 (540) 444-2835 or [email protected].

Approved refunds are processed within 3–10 business days to the original payment method. Processing times may vary depending on the issuing bank or payment provider.